Roby Casino - Player claims that payment has been delayed.

I have 3500 in the account, I'm requesting the complete closure of the account and a full withdrawal of my funds, but they're just giving me excuses. I sent an email to the address they provided. support@robycasino.com I spoke with them via direct chat and now they have me blocked; I can't even access the chat. I have some personal problems, so I decided to stop playing and withdraw everything, not 500 each time and then wait 3 days for them to accept it, then they make up some missing document and it becomes endless.

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Dear Bodipanda28,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Okay, thank you very much. I'm waiting, and in a few days we'll see how we can do it. I've attached an image that says they couldn't deposit the first 500 because it was a problem with my card, which isn't receiving the money. I called the bank and they said there's no problem on their end. I'm going to change the withdrawal method to bank transfer. I sent an email to support with my account ownership certificate, and they also said they don't need to verify anything.

Let's see what happens. Thank you for your time and patience.

Dear Bodipanda28,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Bodipanda28,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, I ended up canceling the withdrawal, but of course I kept playing and now I have €16,700 in my account. I want to withdraw it and I don't want to play anymore for a while. I just requested a withdrawal, but they only allow €800 per day and a maximum of three withdrawals until one is processed. I would really appreciate it if you could intervene on my behalf, if possible, to withdraw all the money at once and close my account. I look forward to your help and thank you very much.

Dear Bodipanda28, thank you for your response. Unfortunately, we can only ask the casino to proceed with payments in accordance with their policies.

Could you please advise whether you currently have any pending withdrawals? If possible, could you please attach a screenshot of your withdrawal history?

Thank you for your patience and cooperation.

Dear Bodipanda28,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Bodipanda28,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila

Dear Bodipanda28,

Thank you for your message and for clarifying the situation.

We would like to clarify that we sent you an after-care email to confirm whether the issue had been resolved, as the complaint was marked as resolved using the automated function in our system. In response, you stated: "It was not solved, I simply closed the case, with them because it passed them."

As the issue appears to be unresolved, we will need to reopen the complaint in order to proceed further. Once reopened, we can either continue assisting you with the resolution of your withdrawal and account closure, or—if you no longer wish to continue—we can close the complaint as rejected at your request.

To move forward, could you please confirm how you would like to proceed and also advise:

• whether you currently have any pending withdrawals, and
• if possible, attach a screenshot of your withdrawal history.

Please make sure to reply so we can take the appropriate next steps and avoid the complaint being closed due to lack of response.

Thank you in advance.

Petronela

Dear Bodipanda28, do you have any updates for in relation to your withdrawals? If possible, could you please attach a screenshot of your withdrawal history?

Thank you in advance for your reply.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Attila

Casino.Guru